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Medtronic, Inc.

Quality Assurance Analyst II

Medtronic, Inc. - Mounds View, MN

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Location:

Mounds View

MN

Date:

10/10/2017

2017-10-10

2017-11-08

Job Code:

34856

Categories:

Customer Service

Medtronic

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Job Details

Job Details

Company

Medtronic

Job Title

Quality Assurance Analyst II

JobId

34856

Location:

Mounds View, MN, 55112, USA

Description

Quality Assurance Analyst II

Location:

Mounds View, Minnesota, United States

Requisition #:

17000INC

Post Date:

2 days ago

**The Quality Assurance Analyst II listens to and evaluates phone calls between Medtronic Patient Monitoring Diagnostics Patient Technical Services personnel and the customers, patients, or family members who use Medtronic Cardiac Diagnostics and Monitoring Devices and Services.**

**Position Responsibilities**

**-Monitor call documentation and calls through audio recording technology (or live listening) completing the required number of reviews.**

**-Evaluate documentation and calls against internal quality standards to ensure proper call handling. Calls selected may be remotely monitored or consist of side-by-side coaching and evaluation**

**-Provide specific feedback to supervisory and management staff regarding associate performance.**

**-Support supervisory staff in their coaching efforts and provide coaching assistance as needed.**

**-Conduct regular group monitoring and calibration sessions with management to ensure consistent scoring of associate call quality.**

**-Create and deliver new hire quality assurance training. Demonstrate the QA process and evaluation criteria.**

**-Develop and design analytical reports for individual and unit performance and quality metrics.**

**-Communicate upward—Share findings, associate scores, trends, and development areas with supervisors.**

**-Identify trends, gaps, opportunities to improve and streamline processes.**

**May participate in complaint and/or quality issue investigation and resolution.**

**Perform special projects and other duties as assigned by management as required.**

**IN ORDER TO BE CONSIDERED FOR THIS POSITION, THE FOLLOWING BASIC QUALIFICATIONS MUST BE EVIDENT ON YOUR RESUME**

**Bachelor’s Degree Required**

**Years of Experience:**

**5 years experience**

**DESIRED/PREFERRED QUALIFICATIONS:**

**-5 years combined experience working in either a customer service or high volume call center addressing inbound / outbound customer calls.**

**-2 years of experience within quality assurance, compliance, training, or a supervisory role**

**-2 years of direct experience in a call quality and monitoring role preferred**

**-Medtronic device and/or CareLink experience**

**-Ability to perform in a fast-paced environment with minimal direct supervision**

**-Experience using a computer and multiple software programs to navigate through various screens and programs at the same time. Working knowledge of Microsoft Suite is required.**

**-Excellent written and verbal communication skills inclusive of negotiation skills**

**-Ability to document telephone conversations while listening to pre-recorded phone calls.**

**-Ability to effectively communicate with peers and supervisors to resolve issues or concerns and answer questions in accordance with departmental protocols and requirements.**

**PHYSICAL REQUIREMENTS:**

**The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.**

**While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers.**

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9 days 1 hour ago

Medtronic, Inc.

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Quality Assurance Analyst II Medtronic, Inc. - Mounds View, MN, United States

   

Location: Mounds View, MN

Company Profile:
Medtronic, Inc. manufactures and sells device-based medical therapies worldwide. The company operates in two segments, Cardiac and Vascular Group, and Restorative Therapies Group. The Cardiac and Vascular Group’s products include pacemakers; implantable defibrillators; leads and delivery systems; ablation products; electrophysiology catheters; products for the treatment of atrial fibrillation; information systems for the management of patients with cardiac rhythm disease management (CRDM) devices; coronary and peripheral stents and related delivery systems; therapies for uncontrolled hypertension; endovascular stent graft systems; heart valve replacement technologies; cardiac tissue ablation systems; and open heart and coronary bypass grafting surgical products. The Restorative Therapies Group offers products for various areas of the spine; bone graft substitutes; biologic products; trauma, implantable neurostimulation therapies, and drug delivery devices for the treatment of chronic pain, movement disorders, obsessive-compulsive disorder (OCD), overactive bladder, urinary retention, and fecal incontinence and gastroparesis; external insulin pumps; subcutaneous CGM systems; products to treat conditions of the ear, nose, and throat; and devices that incorporate advanced energy technology. It also manufactures and sells image-guided surgery and intra-operative imaging systems; and provides Web-based therapy management software solutions. The company serves hospitals, physicians, clinicians, and patients in approximately 140 countries. Medtronic, Inc. was founded in 1949 and is headquartered in Minneapolis, Minnesota.